How to cooperate with customers-how should I deal with difficult customers?

Communication skills seem to be the key to open the window of customers' hearts. Unless you produce both canned utensils and tuna, it seems that you have to cooperate with customers before, during and after the sale. In order to cultivate customers and gain a good reputation, you must do your best to satisfy them.

The following points will help you to cooperate with existing or potential customers for a long time:

1, clearly realize that you are engaged in sales.

If you think you are helping others solve problems, or offering an excellent product at a discount, then you are not suitable for sales at all. Sales is your responsibility. You can't give up easily without doing your best and hard work.

2. Please ask more questions.

If you fail in business, nine times out of ten, it is because you talk too much and ask too little.

Suppose you sell customized products or services, please make sure there is enough inspection period, so that you never need to let customers choose between changing tasks and modifying plans.

The customer is always right. Because, if you tell your customers that they are wrong, they can choose not to be your customers. Whether you are an organizer of entertainment programs, a gardener, a grocer or a lawyer, if you can set the inspection period, you will certainly benefit a lot.

Customers are often reasonable. If they know the rules exactly, they are usually willing to follow them. For example, suppose you reserve a banquet hall for a client's wedding. If you break the contract, you must pay a penalty of 25%. If this clause is clearly listed in the contract, the customer will agree to pay the fine.

Try your best to build your credibility, so that your customers will be more willing to trust you.

It is very important to gain the trust of customers at the beginning of doing business. In this way, when there are inevitable differences, you can have enough room to advance and retreat, which is convenient for you to do your work well. Please inform your customers of your past achievements and recommendations before the problems appear, which will have a greater impact than trying to remedy the problems.

Please talk more about work, not about feelings or processes.

Sometimes it is difficult to do this, especially if you have worked so hard to learn such a craft, but the appearance of customers can easily ruin your past efforts.

It is particularly critical to pay attention to products or services, rather than the trust or attitude of customers. It is difficult, but extremely important.

7. Ask customers compulsive questions.

If I were here? We meet your requirements. Will you buy our products? Please make a list carefully at the same time, including all the requirements of the other party.

8. Please give your customer more opportunities to know his positive or negative feedback.

9. Record everything.

Once, my wife and I wanted to hire a contractor to finish a job, and four people came. One of the notes is particularly detailed. When we got the plan, one of them was three times as detailed as the others.

Of course, it is conceivable who we will eventually hire.

10, sales should be gradual. Attract others to buy and try to get them on your side.

There are difficult customers in every region, and many business people are unwilling to face them because they are afraid of difficulties or are too poor to cope with them, so they can't manage them effectively.

. In fact, difficult customers are just like Go masters. If zo often plays chess with experts, his chess skills will naturally improve quickly, and some business people will become excellent in dealing with difficult customers. From this point of view: difficult customers are good schools for marketers.

Difficult customers may be divided into two types in nature: first, because they are excellent and more professional than business people, business people are difficult to deal with, and smart people can't deal with professionals; The other is to insist and not play cards according to common sense. But in reality, difficult customers can't be absolutely distinguished, and professional customers sometimes fight for their own interests.

Let's look at a case first: prelude leader. I think we are all controlled by customer A now, and the company's policies can't be implemented at all for it. Moreover, every time we compare our policies and programs with our products, what is even more annoying is to judge the company's sales policy like a referee. Li Lei, the sales director, began to complain to me as soon as he came back from visiting the dealer.

Customer A is the largest and earliest distributor of the company, with annual sales of almost 400 million. He distributes mainstream brands in the industry. With a good sales team and perfect logistics distribution system, the company's internal management is also very standardized and has a good reputation in the industry.

I was a little angry after listening to Li Lei's words. I followed his words and told him: Customer A was trained by the company, and its initial annual sales were only several million. We help it enter supermarkets and supermarket chains, and we teach it how to cooperate with these customers. Its team building and customer development are inseparable from our support. It can be said that without us, there would be no achievements today. We can't turn our backs on people! Angry words are just words. The key is to find a way to deal with him, or he will really climb on our heads. I thought for a moment, and then said to Li Lei, I'll think about this problem first, and I'll visit with you tomorrow afternoon. Today, you should sum up the problems existing in our current cooperation and consider how to solve these problems. We will communicate again before we leave.